WHO WE ARE

This is fate, we guess. France, Madagascar, Morocco. Two women, from opposite parts of the world, whose paths were never meant to cross.

Cyndie was born in Antibes in south France. As a child she would spend her time browsing through travel magazine pages, dreaming of the next journey with her family. Exotic places, different colours, people and smiles. After discovering a lot of countries, she fell in love with Morocco.

The oriental soul, the fragrances, the smiling faces, the flavours, the colours, everything is as fascinating as a fairy tale, real-life Arabian nights. She realizes that her dreams can come true here. Her natural taste for beauty, elegance, luxury, and her passion convinced her she could share theses unique moments with others and be able to create exceptional experiences for travellers.

Soa likes to find sophistication in simplicity.

She has a keen sense of observation and a curious nature.

She can find beauty in places that may seem ordinary.

Living her life to the fullest, she enjoys every moment.

Soa was born in the mysterious island of Madagascar, the meeting point of two fantastic continents, Africa and Asia. Then moved to Morocco where she started to make her dreams come true.

KNOW-HOW

Like goldsmiths, crafting your dreams, we create the exceptional. The adornment

Each trip is conceived like a jewel with our label Escales Residences. Like luxury jewelers and gem setters, designing it to the last detail, a unique and precious piece, delivered with the best moments of refinement, passion, poetry and eternity.

OUR MISSIONS

Imagine, conceive, select, mix and match the most beautiful stages of the journey in Morocco then personalize them for exceptional travelers.

Anticipate our client’s needs and dreams in order to create extraordinary events.

Seek for exclusive experiences to create innovating incentive and corporate programs.

Enhance the vision of our Moroccan luxury travel clients in providing best luxury properties for our guests.

Fulfil our client’s needs thanks to an outstanding concierge service.

VALUES

• Creativity
• Passion
• Refinement
• Trust

Cyndie Marchand, CEO & Owner

Scope of the “General Terms and Conditions”

These “General Terms and Conditions” r egulate the legal relationship between “you” (by “you”, we mean the traveller, travel agency or Tour Operator) and ” Escales Residences ” with regard to the travel arrangements made by “Escales Residences” and all other services proposed by “Escales Residences”.

Passport requirement

• It is compulsory for us, “Escales Residences”, to have full passport details in order to book the flights, train tickets or other services.
• Please note visitors travelling Morocco, Passports must be valid. Foreign passport holders who do not comply with these requirements will either be stopped from boarding their aircraft at their point of departure or risk deportation on arrival in Morocco. Important : it is no more possible to enter Morocco with a valid ID card. Only valid passports are accepted.

Visas

• Regarding visas, please check with your embassy if you need to have an entry visa for Morocco and other countries part of the trip. It is your responsibility to have the right travel documents.
• Please check the traveler’s visa requirements as “Escales Residences” cannot be held responsible should the necessary visa requirements not be fulfilled. Border officials may not be in a position to issue visas on the spot hence the need for obtaining visas in advance. Visa should be checked in advance to avoid any inconveniences and delays for the traveller when entering countries or crossing borders.

Travel insurance

• All travellers must have a valid travel insurance.
• Please ensure all travellers take out comprehensive travel insurance covering them for personal effects, accident, medical and emergency evacuation travel expenses, cancellation and curtailment.

Conclusion of contract

• The contract between “you” and “Escales Residences” takes effect when your booking request, communicated in the written form (email, WhatsApp or any other written form) is accepted without reserve.
• From that moment, the rights and obligations arising from the contract (including these General conditions) come into force, both for you and for “Escales Residences”.

To confirm a booking:

• A deposit of 50% of the price of the arrangement must be paid at the time of final acceptance of your registration. Without this deposit, “Escales Residences” may refuse travel services and claim the right to the payment of cancellation fees.
• The balance is due 45 days prior to departure. The balance of the price of the arrangement must be received by “Escales Residences” at the latest 45 days before departure. If payment is not made within this period, “Escales Residences” may refuse travel benefits and assert its right to the payment of cancellation fees. Except otherwise, the travel documents will be given to you upon receipt of the full amount invoiced.
• If you book your trip less than 30 days before departure, the total amount of the invoice must be paid at the time of booking.

Conditions of cancellation and change:

If you cancel the trip or wish to make a change or modification, you must notify, personally or by registered letter.

Cancellation Fees :

30 days and more before arrival day: 50 % of the price of the journey 

Less than 30 days before arrival day: 100 % of the price of the journey

Anyone taking part in a trip that doesn’t present at departure, too late or without having the necessary travel documents must the organizer 100% of the price of the trip. In the case of non-refundable services, the company rules are in effect for reimbursement of expenses. It is possible that the cancellation fees may be higher than above. During the high seasons, special rules for cancellation of terrestrial arrangements or hotels may be in force.

• Please note the Peak Season cancellation policy statement below.
• Please do not confirm a booking without holding the required deposit and all arrangements on behalf of the traveler. We deal with exclusive properties in high demand and they apply their cancellation policies very strictly.
• Cancellation policy – It is very important that your clients are aware of our cancellation policy, which comes into force as soon as a booking is made definite.
• Peak season cancellation policies are stricter. It is your responsibility to request them if needed at the time of quotation.
• Please note that “Escales Residences” contracts services and accommodation of third parties who have their own cancellation policies. These policies may differ from ours and on occasion,

these must be adhered to. Some parties may require partial or full payment up front in order to confirm a booking. On cancellation, this larger deposit may therefore be forfeited as per the third party’s cancellation policy.

Changes to the trip program or its price

• Amendments prior to the conclusion of the contract. “Escales Residences” expressly reserves the right to modify, before your booking, the information contained in its brochures, the description of the services and the prices appearing in its brochures and price lists.
• Price changes after the conclusion of the contract: It is possible, in certain exceptional cases, that the agreed price must be increased. Price increases may occur as a result
  1. an increase in the costs of transport (including that of the price of fuel) after the confirmation;
  2. the introduction or increase of taxes and official fees (e.g. airport, landing, disembarkation and embarkation fees, etc.);
  3. a change in the rates of changes;
  4. price increases resulting from official measures (e.g. value added tax).

If the price of the benefits included in the arrangement increases, the increase may be carried over to the traveller. The price of the trip will therefore increase result. “Escales Residences” will apply price increase no later than 22 days before departure. If the increase exceeds 10%, the traveller can exercise the rights stipulated below.

• Participant’s rights to travel in case of modification of the program or prices after the conclusion of the contract. In the event that program changes or some of the agreed benefits result in a significant change to an essential element of the contract or if the price increase exceeds 10%, you have the following rights:

1. you can accept the contract amendment;
2. you can cancel the contract in writing within 5 days of receipt of our communication and the price of the trip already paid is refunded immediately.
3. you can let us know within 5 days of receiving our communication you want participate in a replacement trip of equivalent value that we will or would suggest. We will endeavour to submit a proposal for a trip that suits you. If the proposed replacement trip is less expensive than the original arrangement, the difference will be refunded. If it is more expensive, only the price agreed initially will have to be paid. If you do not receive any news from us under paragraph

(2) or (3) above, we will accept that you agree to the price increase, the change program or change of some of the agreed benefits (the 5-day period will be considered as held if your communication is mailed on the 5th day at the latest).

Cancellation of the trip by “Escales Residences”:

• Cancellation for reasons attributable to the participant “Escales Residences” is entitled to cancel the trip if, by your acts or omissions, you provide him with a justified reason. In this case, “Escales Residences” will refund the price already paid; any other claim on your part is excluded. We reserve the cancellation fees and any other claim for damages.
• Minimum number of participants: If our arrangements are based on a minimum number of participants, which may vary from case to case. If the number of people registered for a trip is less than the minimum number of participants required, “Escales Residences” may cancel the trip no later than 15 days before the scheduled departure date. In this case, your rights are those mentioned. Any other claim against “Escales Residences” is excluded.
• Case of force majeure, Strikes – Cases of force majeure (natural disasters, epidemics, social troubles), measures taken by the authorities or strikes may force “Escales Residences” to cancel the trip. In this case, “Escales Residences” will inform you as soon as possible. If the trip is cancelled, “Escales Residences” will endeavour to offer you a replacement trip of equivalent value. If you participate in the replacement trip, the amount already paid will be charged to it and any price difference in your favour will be refunded. If you do not participate in the trip from replacement, the price of the trip already paid will be refunded immediately. Any other benefit is excluded.
• Changes to the program and lack of benefits during the trip. If a modification of the program occurs during the trip, significantly affecting an important element of the agreed trip, “Escales Residences” will increase the difference between the price of the agreed trip and that of the services actually provided. If an important element of the agreed trip is missing or if you refuse, for major reasons, the modifications planned to compensate for the removal of important elements of the trip, the travel guide of “Escales Residences”, the local agency of ” Escales Residences “or the service provider will help you organize your repatriation. “Escales Residences” will improve the difference between the price paid for the trip and that of the services provided until then

Early termination of the trip:

• If you have to interrupt the travel prematurely for a motive whatever, the price of the arrangement cannot be refunded. In the event of an emergency (illness or accident affecting the participant, serious illness or death of a close relative). The mandatory traveller’s travel insurance should cover these costs.
• Exclusions of liability: “Escales Residences” assumes no liability to you for failure to perform or for the improper performance of the contract due to:

1. negligence on your part before or during the trip;
2. unpredictable negligence or irreparable attributable to a third party outside the provision of services provided in the contract;
3. a case of force majeure or an event that “Escales Residences”, the booking office or the service provider could not foresee or prevent despite all due diligence. In these cases, “Escales Residences” is exempt from any obligation to pay damages.

• All travellers must have a travel insurance.

Please ensure that all travellers take out comprehensive travel insurance covering them for personal effects, accident, medical and emergency evacuation travel expenses, cancellation and curtailment.

Claims

• Rights and duties in case of claims and requests for compensation. If the trip does not correspond to what was agreed upon in the contract or if you suffer damage, you have the right and the duty to immediately contact “Escales Residences” about the defect suffered and to request remedied free of charge.
• “Escales Residences” will make every effort to bring remedy within an appropriate time journey. If no remedy is offered within a period appropriate to the trip, whether is insufficient or that any compensation proves impossible, be sure to have you confirm in writing the reported failures or damage suffered. “Escales Residences” is required to record in writing the progress of the facts and your claim. They are not however authorized to recognize any claim whatsoever to damages or other compensation that you could formulate. What precedes constitutes a condition essential for you to later assert your claim and furthermore makes it possible, in most cases, to remedy the reported defect.
• If you wish to take advantage of failures, request a reimbursement or damages unlike “Escales Residences”, you should address your complaint to “Escales Residences”” in writing within 30 days of your return. You will need to attach the confirmation of “reported failures or damage” mentioned above.
• “Escales Residences” will compensate you for the value benefits agreed but not provided or imperfectly provided with an equivalent refund value.

Liability disclaimers

• “Escales Residences” assumes no responsibility to you when the non-performance or imperfect performance of the contract is attributable to the following causes:
• a) negligence on your part before or during the trip
• b) unforeseeable negligence or irreparable attributable to a third party unrelated to the provision of services provided for in the contract;
• c) a case of force majeure or an event that “Escales Residences” could not foresee nor prevent despite all due care. In these cases, “Escales Residences” is exempt from any obligation to pay damages £ interests.

Material and financial damage

The liability of “Escales Residences” is limited at the maximum price of the trip for material and financial damage resulting from the non-performance or imperfect performance of the contract.

Events and activities

It is not excluded that some activities involve in the trip contain certain risks, especially according to the traveler’s fitness level of heath condition. This may be the case, for example : trekking, camel ride, quad bike ride, surfing, kite-surfing, desert safari, sidecar ride, hot air balloon, ect. It is therefore the traveler responsibility to decide whether or not to take part in such events and excursions.

Applicable law

The contract concluded between “you” and “Escales Residences” is subject to Moroccan law.

Legal Venue

For any dispute relating to contracts concluded between “Escales Residences” and the participants in the trips, the exclusive legal venue is Marrakech.

Organization and technical direction

• Escales Residences
• Rue Oued El Makhazin
• Guéliz N°3 Résidence Lafrasouk Marrakesh 40000 – Morocco
• Phone : +212 05244-46326